What is Intercom?
The modern customer communications platform that unifies every aspect of the customer journey, from conversion to engagement to support. Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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89 Likeliness to Recommend
3
Since last award
95 Plan to Renew
7
Since last award
85 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+86 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Intercom?
Pros
- Helps Innovate
- Enables Productivity
- Includes Product Enhancements
- Altruistic
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Surveys and Polling
Onboarding Workflow Management
Centralized Note Taking
CRM Integration
Account Health Tracking
Onboarding Portal
Reporting and Analytics
Customer Scorecards
Onboarding Collateral Management
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Availability and Quality of Training
Product Strategy and Rate of Improvement
Ease of IT Administration
Ease of Customization
Breadth of Features
Usability and Intuitiveness
Ease of Data Integration
Quality of Features
Vendor Support
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Intercom Reviews
Eunice T.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jul 2022
Incredibly powerful for cross-channel messaging
Likeliness to Recommend
What differentiates Intercom from other similar products?
The Messenger inbox where agents receive notifications and chat with visitors. Agents are able to send canned messages, articles, images, emojis, links, and GIFs during conversations.
What is your favorite aspect of this product?
All conversations with the customer, including emails and chats with all team members, are in one feed so we don't have to spend time looking for what someone else said to them
What do you dislike most about this product?
It is unquestionably advanced yet expensive, with features and add-ons that add up to a high monthly cost. It also lacks message previews that are found in most competitors
What recommendations would you give to someone considering this product?
Intercom is one of the most powerful tools on the market but note that advanced capabilities come at a cost. Change from a contact us form to a live chat box will be a game changer for you
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Nellie V.
- Role: Sales Marketing
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Jun 2022
"Excellent client service"
Likeliness to Recommend
What differentiates Intercom from other similar products?
this program is very easy to use but it is expensive, there are programs that cost a little less, that is the difference.
What is your favorite aspect of this product?
Emails from Intercom are now being sent in series rather than campaigns. Using the series feature was a bit of a learning curve at first, but it has opened up a whole new world of communication options for us with our consumers. To better serve all of our consumers, we're going to make good use of this new feature and expand our email campaigns.
What do you dislike most about this product?
If you want to find a certain email in an email sequence, it might be difficult. To locate a certain email, a search option would be helpful. We might enter in the email's name or a keyword. If you're searching for a certain sequence of emails, you may want to have additional choices for sorting.
What recommendations would you give to someone considering this product?
Don't be afraid to utilize Intercom, but before you do, check to make sure you have enough money.
Pros
- Enables Productivity
- Unique Features
- Efficient Service
- Effective Service
Chris J.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted May 2022
Easy to use, but difficult to integrate with HS
Likeliness to Recommend
What differentiates Intercom from other similar products?
Simplicity and easy to use.
What is your favorite aspect of this product?
Intuitive.
What do you dislike most about this product?
Hard to integrate with Hubspot.
What recommendations would you give to someone considering this product?
Test it because it definitely is worth the time.
Pros
- Helps Innovate
- Trustworthy
- Efficient Service
- Effective Service